Thank you very much for writing in. The information in this message will help you to reset your password, and to secure your account and computer. If you have any further questions after reading this message, please write in again and we will be happy to assist you.

1: If you need to submit a password recovery request, either to retrieve a lost password or to unlock a locked account, please click "Recover a lost password" on www.runescape.com.

Be ready to give us as much information as you can about your account, the older the better, as it will help us to verify that you are the correct owner. All of the following information would be useful to us:

- Previous passwords, including the first password used on the account if available.

- Agreement Numbers, Transaction IDs and Telebilling PIN numbers, if you are a member or have been a member in the past. You may wish to supply us with the dates and durations of the memberships that you have had, as this will also help us to verify that you are the owner. Please note that we cannot use credit card numbers or bank reference numbers, although we are able to use just the last four digits of your credit card.

- Contact details, including your postcode and your email address. If you have used multiple contact details on your account, you may provide us with additional contact details using the 'any other details' box.

- Answers to your Recovery Questions. If you have used more than one set of Recovery Questions on the account, please supply us with additional answers using the 'any other details' box at the bottom of the Password Support page.

- The last time you played RuneScape using this account. Although it is not essential to give us an exact day and time, please be as accurate as possible.

- Any other details you think will help us to verify that you are the owner of the account. This could include details of changes in your IP address or Internet Provider, or any other information you feel could be relevant.

Please make a record of the 'Tracker ID' you are given, as you will need to use this to check if your password request has been successful.

2: To make sure that your RuneScape account and computer are secure, please click "Safety & Security" on runescape.com. This valuable information will help you to avoid security threats, and to thwart computer hackers and account hijackers.

3: Please be aware that we have special measures to prevent your account falling into the wrong hands, even if someone else knows some of your recovery information.

4: If your account has been hijacked, then please be assured that, although we cannot reveal any information that could identify the hijacker, we do take action against hijackers in order to make sure that they do not re-offend.

5: If a hijacker has committed offences using your account and you have been punished, please appeal the punishment by clicking "Appeal an Offence/Ban" on runescape.com.

When appealing, state that your account was stolen at the time of the offence. We will then remove the punishment as quickly as we can, but please bear with us if this takes a short while - all offence appeals have to be read by members of staff.

If the offences have already been appealed and have been denied, then our decision is final. We will grant no further appeals, and consider the matter closed.

6: Sadly, it is not possible for us to replace any money or items that have been taken by an account hijacker. We understand how upsetting this can be, but we have this policy in place to prevent unscrupulous players from claiming items they never had.

The good news is that RuneScape is designed so that lost items and money can be replaced very quickly by using a character's skill levels. It doesn't take anywhere near as long to replace an item, as it took to earn the item in the first place.

We hope this information has been useful to you. If it hasn't, please write back in and we will be very happy to assist you.

_________________When shadow comes, to claim our souls,Some must rise, the light of old,Names in stone, spirits of legend,Deeds unknown, yet never forgotten,These are the Duranin!Of honor within, and of fear witoutRemmember them... When in hope you doubt.